7.
**Secure Delivery – ‘Downfile when Notified’*Enhancements to Call History Analysis*Expanded Billing and Holiday Schedules*Enhancements to the ‘Break’ Feature*Menu Enhancements*Caller Name from the PSTN*Enhanced Call Routing*16 other smaller enhancements and changes

9.
**Reasons People Leave a Service*Too Many Rings (21%)*Inaccurate, Unclear or Poor Messages (20%)*Calls Placed on Hold for Too Long (18%)*Cost of Service (17%)*Rude or Abrupt Agents (8%)*4 of 5 Relate to Call Routing

13.
**Low cost Agents used for simple accounts*Agents only get calls they are trained for – less mistakes*Overflows handle peaks with minimal disruptions*You can pick which accounts overflow and how far*In short:*Better utilization of the highest expense item of your service,*while improving quality and reducing errors

26.
**In-progress at Telescan since 3rd Quarter 2011*Now a TEAM Effort*Amtelco brings several years of R&D into the project*We have three Developers full-time on the projectwith a 4th to be added soon*Focus is on completing Prism II and ClientTell